Q AT 580 Chapter 7 Notes (74 pts) 1. Under the old management theories the main focus was to improve __ and __. 2. Under the old management theories volume increased but so did the rate of ___output. 3. There needed to be a better solution to improve both __ and __. 4. In today’s work environment __ is responsible for the end product and that it is done right the first time, __ time. 5. Scientific management improved upon __ of the employees performing their tasks through careful __ and increasingly __ measurement. 6. MBO provided clear___ and began to involve the ___ in the planning but still treated production and management as separate roles and responsibilities. 7. Inspectors were common in just about every work setting and would analyze the product ___ its completion. 8. As demand for products and services grew production increased. However, the faster the production lines were the greater levels of ___products and services that did not pass inspection. 9. Increasing production was costing __ and resulting in inconsistent _. 10. The responsibility for quality needed to be moved down into __ line itself. 11. Quality had to become ___ responsibility. 12. Quality had to be taken one step further. Just because the product or service is good today does not mean that it will be good enough __. 13. Who are the three most influential men in the early development of the quality movement? (3pts) 14. Edward Deming is credited as being the__ of the quality movement. 15. The modern-day Japanese industrial system is founded around the principle of __. 16. Kaizen is defined as “__improvement.” 17. Deming’s management philosophy moved Japan from that of a producer of low ___, low _ products to the high status it enjoys today. 18. The __ for quality had to become everyone’s job. 19. Deming stressed that to achieve true quality it is essential that the organization constantly strive to improve their systems of __. 20. Deming asserted that investing in the employees through constant __ and __is essential. 21. In the quality model everyone is expected to be involved and engage their __ as well as their _. 22. In Deming’s model everyone is involved in __, __and__. 23. The concept of __ __ that an apparent failure is good and that it is an opportunity to analyze, learn and improve. 24. Even a failure becomes a source of growth because it helps guide __ actions and increases the chances of __and __ improvement. 25. Deming believed that the __must help to facilitate the improvement process and lead by example. 26. Who was a contemporary of Deming and credited with adding to the statistical foundations of quality and adding the human dimension? 27. Juran promoted three key dimensions of quality. What are they? (3pts) 28. Juran felt quality needed to be ____________________ into production of a product and/or service. 29. He felt that ___________________ needs must be included in the planning process. 30. Juran then believed that quality assurance takes over and it was important to evaluate actual _______________________. 31. Juran promoted ________________________ process control (SPC), a mathematical method of tracking variation of actual performance of a process, whether it is production of a product or providing a service. 32. What are three critical pieces of statistical process control? (3pts) 33. One of Juran’s principles is the Pareto principle or better known as the ___/__principle. 34. He states that in most cases you find that __ percent of the people do ___ percent of the work and that __ percent of the people influence the actions of the remaining ___ percent and that __ percent of your business is likely to come from __ of your customers. 35. If you are able to identify those people, incidents and systems that comprise the 20% that you can target your efforts to have the __ impact. 36. He also theorized that most people sincerely desire to succeed and produce a quality result and as a result stated that _ of all failures are the result of inadequate systems and only _ percent are the fault of the people within them. 37. Known as Juran’s trilogy what are the three major principles of Juran’s overall theory of quality and continuous improvement? (3pts) 38. The person responsible for the zero defects concept is known as ____. 39. Crosby was familiar with Deming and Juran’s measurement of performance and statistical process control to measure quality but these prevailing principles did not go __ enough to assure quality. 40. What industry did Crosby work in? 41. Crosby wanted to assure that the end product was more ___, more ____. 42. Crosby’s __ defects concept is his answer to how to resolve the dilemma of controlling quality ___. 43. His zero defects principle redefines quality as more than performing within __. 44. What are Crosby’s four principles and what do they mean? (4pts) 45. Crosby came up with a very simple formula to analyze the true cost of quality which said the measurement of quality is the price of ___. 46. Determining what it cost to do a job right is called ___ ___. 47. You must also determine what it costs to repair it or do it over which is known as __ ___ ___. 48. What is the formula for true cost of quality (COQ)? 49. The cost of quality formula is a practical tool that can help measure the exact cost of ___ and __ quality in any situation. 50. ___ ___ management has become very popular in the private and public sectors. 51. The origins of the quality movement in manufacturing caused it to be dismissed by ____ and ____ that did not translate to their world of work. 52. A highly successful and highly used quality tool that has been used extensively in TQM is the ____-__-__-___(PDCA) cycle 53. The most important part of the PDCA cycle is that it is not a __ event. As one cycle __ another ___. 54. One of the most common quality benchmarking systems (developed by Motorola) used by world-leading companies in manufacturing and business is known as ____ ___. 55. Six Sigma is based upon strict and comprehensive system of __ and____. 56. Six Sigma refers to cutting errors down to no more than ___ in __ million occurances. 57. The purpose of Six Sigma is to __ and ___ incidents that fall on the outer slopes of the bell curve. 58. By identifying and minimizing those results that fall outside of the curve, the maximum impact on overall __ can be achieved. 59. The International Organization for Standardization (ISO) has long been accepted for their ___ standards that reach across many disciplines and accepted by more than __ nations. 60. ISO provides a code of __ standards and expectations for business excellence. 61. ISO certification has helped businesses to function by assuring all their partners, no matter where they are located, are credible and committed to similar business ___ & ____. 62. The key principles to making quality achievable in any organization are to make it ___, ___, ___ and ___